Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG. At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. Channel the power of YOU and begin the journey to becoming a CSGer.

What you'll do

• You will report to the Senior Manager of the Service Desk to to contribute toward facilitating the initial call from external customer inquiries or incidents
• Answer questions, creating initial tickets and may perform incident resolution
• This shift is Tuesday – Saturday, 12:00pm CT to 9:00pm CT
• Be an initial contact for external customer inquiries or incidents. May enlist analyst II/III on certain call types to help troubleshoot and resolve incidents, which could include ownership transfer
• Answer questions on lower complexity external call types; resolve requests and basic issues on initial call
• Maintain contact with the customer on incidents retained by the analyst, communicating status and resolution to ensure customer satisfaction

Incident Management

• Gather incident details and records those details in the tracking system – including incident description and customer information, component of the product or services affected business impacts, workflow, and subsequent severity level
• Escalates customer incidents when unable to resolve within the service desk

Facilitate Troubleshooting

• Assist our teams to troubleshoot incident resolution
• Capture and record initial triage information required by teams to research
• Upon resolution, coordinates with customer to validate service restoration core competencies and values

You should have

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. Remember, you are not solely your resume. Give your transferable skills the chance to tell the full story. Channel the power of YOU and apply to explore the possibility we're the perfect fit.

• High School Diploma or GED
• Proficiency in English in a business environment
• Experience with customer Service, Help Desk, NOC, or other client-facing troubleshooting
• Experience with Microsoft Office and OS products
• Experience troubleshooting technical situations and thoroughly documenting all relevant details
• Supported application on Mainframe

Who will love this job

• A trusted team player – you know how to connect and communicate with your audience(s) around the world and create safe environments to voice diverse opinions, foster diversity and belonging and above all treat people with respect
• A growth driver – you have a mindset that anticipates and adapts to changing needs and can bring partners together to contribute and work toward a shared vision
• A game changer – you dream big and push the limits of what's possible to improve for yourself and others
• A thinker – you take advantage of resources and implement ideas in new ways to find solutions
• A strategist – you're curious and find inventive ways to implement ideas that lead to business simplification outcomes and solutions

Perks & Benefits

• Work from Home, in-office, or hybrid
• Paid Vacation, 2 days of Volunteer Time Off per Year, and Holiday Time Off
• Immediately vested 5.5% 401(k) match
• And so much more!
• View more benefits
• If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at 1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, our technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are good people who are committed to doing good work. We're high on respect and low on ego, making us an easy company to do business with and a best place to work. We cultivate a culture based on integrity, innovation and impact across all our locations, so our people show up as the most authentic version of themselves and can work together to build a more future-ready world. Learn more

Position Pay Range:

This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience.

$17.27-$27.64

This role is eligible for a bonus opportunity.

Location(s):

United States Remote

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